• Run a structured issue intake + triage workflow: client report → scoping questions → impact analysis → RCA → fix plan → validation → closeout. • Communicate with clients clearly and consistently: acknowledge receipt, gather details, provide status updates, explain impact and timelines, and document outcomes. • Investigate reported issues using system artifacts (config, logs, event history, screenshots, data exports) to determine whether the issue is product behavior, configuration, misuse, or misunderstanding. • Perform impact analysis: identify who/what is affected, severity, timeframe, and any downstream reporting or operational implications for the client. • Produce crisp internal writeups: problem statement, reproduction steps, evidence, hypothesis, root cause, decision log, and recommended remediation. • Translate findings into actionable product requirements and work items for Product/Engineering (acceptance criteria, edge cases, risk notes). • Coordinate fix delivery with cross-functional stakeholders (Product, Engineering, Support/CS, Compliance leadership), keeping cycle time and clarity high. • Design test plans and test evidence for fixes (before/after proof, scenario coverage, regression checklist). • Expand automated regression coverage over time (API tests, scripted tests, data-driven test cases); use AI-assisted test generation to propose edge cases and synthetic scenarios without hype. • Track trends in issues (recurrence, root causes, time-to-close), and recommend targeted quality improvements to reduce repeat volume. • Stay apprised of new and updated mortgage servicing regulations across federal, state, and investor/GSE sources; maintain an internal change log with effective dates and key obligations. • Triage potential changes as they emerge: assess applicability by product area and client segment, identify urgency, and flag ambiguous interpretations for escalation. • Perform structured impact analyses for each relevant change, including workflow impacts, data and reporting impacts, operational dependencies, client configuration considerations, and residual risk. • Partner with Product and Engineering to translate regulatory changes into clear requirements, scope options, and a pragmatic change plan (milestones, owners, testing approach, and timeline).